Virtual Care Experience Team Lead

Apply; Northern (KY); Hybrid; USD 75,000 - 95,000; Full time

Benefits offered by this job

Spring Health

HealthJoy

Employee Assistance Program

401K Option

Company Laptop

Work From Home stipend

Job summary

Equip is a fully virtual, evidence‑based eating disorder treatment program. We are seeking a Lead, Care Experience to guide a dedicated team of Care Experience reps and ensure high‑quality, personalized support for patients and families throughout their treatment journey.

The role emphasizes leadership, training, and proactive outreach to maintain engagement, with responsibilities spanning onboarding, coaching, and cross‑functional collaboration in a remote, national setting.

Qualifications

• Bachelor’s degree in health sciences, business administration, communications or relevant field.
• 4+ years experience working in a customer/patient success or support role.
• Previous direct people management or mentoring experience preferred.
• Knowledge of HIPAA policies and procedures.
• Comfort with Technology: Proficient with digital, cloud‑based communication and software platforms (Slack, G‑suite, Zoom, electronic medical record systems).

Responsibilities

• Serve as a leader within the Care Experience department, directly managing a team of Care Experience reps and providing onboarding, training and coaching to help the team achieve its goals
• Support internal department and cross‑functional project opportunities as assigned, in order to improve the operations and efficiency of the team and support patient retention and satisfaction
• Reinforce patient and family alignment to Equip’s treatment model and virtual support following onboarding
• Conduct proactive and reactive outreach to drive sustained engagement and retention in care, with a focus on patient satisfaction
• Identify gaps in treatment support and reach out to address barriers to care
• Monitor leading measures of engagement and satisfaction within Equip’s data platform to inform proactive outreach and prevent low engagement, treatment pauses due to dissatisfaction, and/or discharge
• Respond to calls, messages, and texts to resolve patient and family needs or concerns efficiently and effectively as well as act as escalation point
• Monitor patients who pause treatment and develop action plan to ensure ongoing outreach and successful re‑engagement whenever possible
• Act as a liaison between patients and other Equip teams
• Support a strong transition experience at discharge, providing after care resources (including outpatient therapy providers) and work with families to schedule appointments as needed following Equip

Skills

Team Player

Intellectual Curiosity

Flexibility & Resilience

Ownership & Accountability

Passion for Customer Service

Communication Skills

Reliability

Integrity

Results‑Oriented

Coaching & Mentorship

Organization & Time Management

Critical Thinking

Comfort with Technology

Education

Bachelor’s degree in health sciences, business administration, communications or relevant field

Tools

Slack

G‑suite

Zoom

Electronic medical record systems

Job description

Equip is a fully virtual, evidence‑based eating disorder treatment program. We are seeking a Lead, Care Experience to guide a dedicated team of Care Experience reps and ensure high‑quality, personalized support for patients and families throughout their treatment journey.

The role emphasizes leadership, training, and proactive outreach to maintain engagement, with responsibilities spanning onboarding, coaching, and cross‑functional collaboration in a remote, national setting.